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5 ITIL Standards and Best Practices Your Help Desk Should Be Following

Let's say you’re already adhering to ITIL standards and an ITIL maintenance plan. That's excellent. But as we know, improvement is a “forever” process; an ongoing, continuous, ever-present quest for betterment. With that in mind, we think it’s a ...

A Deep Dive Into the Emergency Change Control Process

Change management is an essential part of IT service management (ITSM), and it's a tightrope walk between implementing the change as fast as possible and mitigating the risks. The risks go up when ...

What is ITIL Demand Management? An Introduction

Predicting consumer demand and ensuring you have the resources to support that is key to the success of any organization. The same is true for IT, and this is where ITIL demand management comes in. ...

What Are the Main Benefits of ITIL 4?

Over the past decade, global spending on digital transformation has steadily increased. With the global pandemic and the subsequent shift to remote work and focus on online business, organizations ...

Beyond Systems & Processes: ITIL Benefits to Individuals

The benefits of ITIL to a company or organization are widely discussed. This makes sense for the bigger picture, from the perspective of an organization. Smart organizations these days are adapting ...

5 Steps to Ensure Your ITSM Practice is Up to ITIL Standards

Ever since it was first introduced, ITIL has become one of the leading frameworks for IT service management. With its clearly defined processes and services as well as logical distribution of roles ...

How to Build a RACI Matrix for ITIL

Management is also often about accountability. Well, let’s scratch that, it’s always about accountability. And when it comes to IT Service Management (ITSM), that accountability goes double, because ...

Conflict Management and the Major Incident Management Process

Major incidents are, by their very nature, stressful and intense. The ITIL 4 definition of a major incident is:  “An incident with significant business impact, requiring an immediate coordinated ...

Incident Ticket vs. Problem Ticket: What's the Difference?

It is very common for outsiders to the world of IT (or at least people who aren't familiar with the ITIL framework) to think of "incidents" and "problems" as synonyms. You can’t really blame them, as ...

Metrics for Problem and Incident Report Managers

Many IT professionals are familiar with the popular metrics and measures of IT operational success. Such metrics as Customer Satisfaction, Average Handle Time and First Contact Resolution are ...
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